Summary: We will not investigate this complaint about privately arranged adult social care in a care home. It is unlikely we would add to investigations already undertaken or reach a different outcome.

The complaint

1. Ms E says the care provided to her relative, Ms F, at Priesty Fields care home was inadequate. Ms E says:
• the staffing levels were too low,
• Ms F had no care plan,
• Ms F was not moved from her bed or given physiotherapy,
• The care home did not support Ms F to eat,
• Ms F did not receive medication as required.
2. Ms E says Ms F’s dignity was compromised and she was in pain at the end of her life. Ms E says this was distressing for Ms F’s family to witness.

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The Ombudsman’s role and powers

3. We investigate complaints about adult social care providers. We provide a free service but must use public money carefully. We may decide not to start or continue with an investigation if we believe:

• the action has not caused significant enough injustice to the person who complained to justify our involvement, or
• it is unlikely we could add to any previous investigation by the care provider or other body, or
• it is unlikely further investigation will lead to a different outcome.

(Local Government Act 1974, sections 34B(8) and (9))

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How I considered this complaint

4. I considered information provided by the complainant.
5. I considered the Ombudsman’s Assessment Code.

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My assessment

6. Ms F lived at Priesty Fields, run by Sandstone Care Cheshire Limited (the Care Provider).
7. Ms F has since died, so we can provide her with no remedy for any poor care she may have received. While it was distressing for Ms F’s family to see her health declining, this is not significant enough injustice to justify an Ombudsman investigation where we can achieve nothing for the person receiving the care.
8. The Care Provider has completed an investigation looking at the relevant evidence of care records, medication administration records, and staffing levels. The Care Provider was satisfied it provided an acceptable service to Ms F.
9. The Care Quality Commission (CQC) regulates care providers in England. The CQC can consider issues such as staffing levels, medication administration, care planning, and record keeping, to improve service in the wider public interest. The CQC is already involved with this provider and has an action plan to improve the standards of quality and safety.

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Final decision

10. We will not investigate Ms E’s complaint because it is unlikely we would add to investigations already undertaken or reach a different outcome. We can provide no remedy to Ms F and the CQC is already working with the Care Provider to improve service.

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Investigator's decision on behalf of the Ombudsman